At vapornow, we strive to provide our customers with exceptional service. We assess all returned items in strict accordance with the New Zealand Consumer Guarantees Act (CGA) and Fair Trading Act.
If you have any questions, please contact our support team via our website or click the Chat 💬 icon on our screen.
1. Mandatory Original Packaging Requirement
No Original Packaging, No Return: To be eligible for any return, exchange, or refund assessment, the product must be returned in its original, undamaged packaging, including all original accessories, charging cables, manuals, and promotional inserts.
Why this matters: Protective packaging prevents transit damage. Items returned in improper packaging (such as standard paper envelopes) that result in loss or damage will be rejected immediately.
2. Change of Mind Returns (Unopened Items Only)
14-Day Window: You have the right to return any brand-new, unused, and unopened items within fourteen (14) days of delivery without giving a reason.
Strict Hygiene Exceptions: Due to health, safety, and hygiene regulations, we strictly DO NOT accept returns or refunds for E-liquids, disposable vapes, pods, or batteries once the anti-tamper seal is broken.
Restocking & Shipping Fees: For change-of-mind returns, you are responsible for the return courier costs. Furthermore, the original shipping cost incurred by us (e.g., $5.99 NZD, even if you initially received free shipping) plus a standard restocking fee will be deducted from your final refund.
3. Faulty or Damaged Items (Warranty Assessment)
Manufacturing Defects: If a hardware product is faulty or suffers from a manufacturing defect, we will arrange a repair, replacement, or refund under the CGA. We may return the device to the manufacturer’s service agent to verify the fault.
Cosmetic Damage: Any physical or cosmetic damage sustained during transit must be reported to us within 48 hours of delivery with video or photographic evidence.
User Error Disclaimer: If our team or the manufacturer determines the device is not faulty but simply requires proper setting adjustments or maintenance, the item will be sent back to you, and no refund will be issued.
4. Step-by-Step Return Process
Contact Support First: Contact the vapornow support team with your Order Number, Full Name, Address, and a detailed description of the issue. Do not ship any items before receiving official approval and a Return Slip from our team.
Secure Repacking: Once approved, pack the item securely inside a padded shipping bag. You must include a physical copy of your original purchase receipt inside the parcel.
Tracked Shipping Required: You must use a tracked courier service. vapornow is legally not responsible for any return parcels lost or stolen in transit.
Refund Processing Time: Once your return arrives and passes our assessment, refunds take 5 to 10 business days to process and will only be issued back to the original payment method.
5. Promotional Offers & Pricing Adjustments
Bundle Returns: If you return an item bought as part of a promotional “deal” or bundle, all items in that promotion must be returned together. Otherwise, the full retail value of the unreturned items will be deducted from your refund.
Price Protection: We offer price adjustments within 14 days of purchase with valid proof, excluding holiday sales, clearances, or flash promotions. Price adjustments are issued strictly as Store Credit.
6. International Orders & Customs Forfeiture
Zero Refunds for Seized Goods: vapornow operates strictly under New Zealand regulations. If you buy from overseas, you assume full responsibility for your local import laws. We provide absolutely NO refunds or replacements for packages seized, delayed, or destroyed by international customs.